CaseSettings

Represents an organization’s case settings, such as the default case owner, which case-related features are enabled, and which email templates are used for various case activities.

In the package manifest, all organization settings metadata types are accessed using the “Settings” name. See Settings for more details.

File Suffix and Directory Location

CaseSettings values are stored in the Case.settings file in the settings directory. The .settings files are different from other named components because there is only one settings file for each settings component.

Version

CaseSettings is available in API version 27.0 and later.

Fields

Field Name	Field Type	Description
caseAssignNotificationTemplate	string	Specifies the email template used for case assignment notifications. The format must be folderName/emailTemplateName.
caseCloseNotificationTemplate	string	Specifies the email template used for case close notifications.The format must be folderName/emailTemplateName.
caseCommentNotificationTemplate	string	Specifies the email template used for case comment notifications. The format must be folderName/emailTemplateName.
caseCreateNotificationTemplate	string	Specifies the email template used for case create notifications. The format must be folderName/emailTemplateName.
caseFeedItemSettings	FeedItemSettings[]	Specifies the settings for feed items in feed-based case page layouts. This field is available in API version 32.0 and later.
closeCaseThroughStatusChange	boolean	Indicates whether `Closed` is included in the Case Status field on case edit pages (`true`) or not (`false`).
defaultCaseOwner	string	Specifies the default owner of a case when assignment rules fail to locate an owner.
defaultCaseOwnerType	string	Specifies whether the default case owner is a user or a queue.
defaultCaseUser	string	Specifies the user listed in the Case History related list for automated case changes from: Assignment rules Escalation rules On-Demand Email-to-Case Cases logged in the Self-Service portal
emailToCase	EmailToCaseSettings	The organization’s Email-to-Case settings.
enableCaseFeed	boolean	Indicates whether Case Feed is enabled (`true`) or not (`false`).
enableDraftEmails	boolean	Indicates whether draft emails are enabled (`true`) or not (`false`). Enabling email drafts requires that Case Feed and Email-to-Case are also enabled.
enableEarlyEscalationRuleTriggers	boolean	Indicates whether early triggers on escalation rules are enabled (`true`) or not (`false`).
enableNewEmailDefaultTemplate	boolean	Indicates whether default email templates are enabled (`true`) or not (`false`). Default email templates are available only if draft emails are enabled.
enableSuggestedArticlesApplication	boolean	Indicates whether the Suggested Articles list appears on case pages.(`true`) or not (`false`). Is only valid if enableSuggestedSolutions=`false`.
enableSuggestedArticlesCustomerPortal	boolean	Indicates whether the Suggested Articles list appears on customer portal pages (`true`) or not (`false`). Is only valid if enableSuggestedSolutions=`false`.
enableSuggestedArticlesPartnerPortal	boolean	Indicates whether the Suggested Articles list appears on partner portal pages (`true`) or not (`false`). Is only valid if enableSuggestedSolutions=`false`.
enableSuggestedSolutions	boolean	Indicates whether the View Suggested Solutions or Find Articles button appears on case detail pages (`true`) or not (`false`). Is only valid if enableSuggestedArticlesApplication, enableSuggestedArticlesCustomerPortal, and enableSuggestedArticlesPartnerPortal=`false`.
keepRecordTypeOnAssignmentRule	boolean	Indicates whether, when applying assignment rules to manually created records, to keep the existing record type (`true`) or to override the existing record type with the assignee’s default record type (`false`).
newEmailDefaultTemplateClass	string	Specifies the Apex class that defines the default email template for new email messages in Case Feed. This field appears only when enableNewEmailDefaultTemplate`=true`.
notifyContactOnCaseComment	boolean	Indicates whether contacts who are not members of your Self-Service portal can be notified when a new comment is added to a case.(`true`) or not (`false`).
notifyDefaultCaseOwner	boolean	Indicates whether the default case owner is notified when assigned a new case (`true`) or not (`false`).
notifyOwnerOnCaseComment	boolean	Indicates whether the case owner is notified when a comment is added to a case (`true`) or not (`false`).
notifyOwnerOnCaseOwnerChange	boolean	Indicates whether the Send Notification Email checkbox on cases is automatically selected when users change a case owner to another user (`true`).
showFewerCloseActions	boolean	Indicates whether the Save & Close button on case edit pages and the Cls link on Cases related lists are hidden (`true`) or shown (`false`).
useSystemEmailAddress	boolean	Indicates whether case comment, case attachment, and case assignment email notifications are sent from a system address (`true`) or whether case notifications appear to be sent from the user or contact updating the case (`false`).
webToCase	WebToCaseSettings	The organization’s Web-to-Case settings.

EmailToCaseSettings

Represents an organization’s Email-to-Case settings.

Fields

Field Name	Field Type	Description
enableEmailToCase	boolean	Indicates whether Email-to-Case is enabled (`true`) or not (`false`). Note: once Email-to-Case is enabled, it can’t be disabled.
enableHtmlEmail	boolean	Indicates whether HTML email is enabled (`true`) or not (`false`).
enableOnDemandEmailToCase	boolean	Indicates whether On-Demand Email-to-Case is enabled (`true`) or not (`false`).
enableThreadIDInBody	boolean	Indicates whether the Thread ID for a case is inserted in the body of an email (`true`) or not (`false`).
enableThreadIDInSubject	boolean	Indicates whether the Thread ID for a case is inserted in the subject line of an email (`true`) or not (`false`).
notifyOwnerOnNewCaseEmail	boolean	Indicates whether the owner of a case receives a notification when a new email related to the case is received (`true`) or not (`false`).
overEmailLimitAction	EmailToCaseOnFailureActionType (enumeration of type string)	Specifies what happens to email messages received after an organization exceeds its daily Email-to-Case limits. Valid values are: `Bounce` `Discard` `Requeue`
preQuoteSignature	boolean	Indicates whether the user signature is inserted after the reply but before the email thread in an outbound email (`true`) or at the end of the email (`false`).
routingAddresses	EmailToCaseRoutingAddress[]	The organization’s Email-to-Case routing address settings.
unauthorizedSenderAction	EmailToCaseOnFailureActionType (enumeration of type string)	Specifies what happens to email messages received from invalid senders. Valid values are: `Bounce` `Discard`

EmailToCaseRoutingAddress

Represents an organization’s Email-to-Case routing address.

Fields

Field Name	Field Type	Description
addressType	EmailToCaseRoutingAddressType (enumeration of type string)	Specifies the type of Email-to-Case routing address. Valid values are: `EmailToCase`—A routing address used with Email-to-Case or On-Demand Email-to-Case. `Outlook`—A routing address used with Salesforce for Outlook to create cases from Outlook. Requires that On-Demand Email-to-Case is enabled.
authorizedSenders	string	Specifies the email addresses or domains from which On-Demand Email-to-Case can receive email. Include multiple entries in a comma-separated list.
caseOrigin	string	Specifies the default case origin for cases created through this routing address.
caseOwner	string	Specifies the default owner of cases created through this routing address. The owner is specified by Salesforce username.
caseOwnerType	string	Specifies whether the default case owner is a user or a queue.
casePriority	string	Specifies the default case priority for cases created through this routing address.
createTask	boolean	Indicates whether a task is automatically assigned to the case owner when a case is created through an email (`true`) or not (`false`).
emailAddress	string	Specifies the email address used to route email messages that are submitted as cases.
routingName	string	Specifies the name of the Email-to-Case routing address.
saveEmailHeaders	boolean	Indicates whether email routing and envelope information is saved (`true`) or not (`false`).
taskStatus	string	Specifies the default status on tasks automatically assigned to the case owner when email is submitted as a case. Only applies if createTask is set to `true`.

FeedItemSettings

Represents an organization’s feed item settings. Available in API version 32.0 and later.

Field Name	Field Type	Description
characterLimit	int	Specifies the maximum number of characters displayed for each feed item.
collapseThread	boolean	Indicates whether earlier messages in an email thread are removed from email feed items(`true`) or not (`false`).
displayFormat	FeedItemDisplayFormat (enumeration of type string)	Indicates how email feed items are displayed. Valid values are: Default—Blank lines in email feed items are displayed. HideBlankLines—Blank lines in email feed items are not displayed.
feedItemType	FeedItemType (enumeration of type string)	The type of feed item to which the settings apply. For FeedItemSettings, the only valid feedItemType value is EmailMessageEvent.

WebToCaseSettings

Represents an organization’s Web-to-Case settings.

Fields

Field Name	Field Type	Description
caseOrigin	string	Specifies the default case origin for cases created through this web form. Only applies if enableWebToCase is set to `true`.
defaultResponseTemplate	string	Specifies the default template used for email responses to cases submitted through a Self-Service portal. Only applies if enableWebToCase is set to `true`.
enableWebToCase	boolean	Indicates whether Web-to-Case is enabled (`true`) or not (`false`).

Declarative Metadata Sample Definition

This is a sample case settings file.

1<?xml version="1.0" encoding="UTF-8"?>
2<CaseSettings xmlns="http://soap.sforce.com/2006/04/metadata">
3    <caseAssignNotificationTemplate>
4        unfiled$public/SupportCaseAssignmentNotification
5    </caseAssignNotificationTemplate>
6    <caseCloseNotificationTemplate>
7        unfiled$public/SupportCaseCloseNotification
8    </caseCloseNotificationTemplate>
9    <caseCommentNotificationTemplate>
10        unfiled$public/SupportCaseCommentNotification
11    </caseCommentNotificationTemplate>
12    <caseCreateNotificationTemplate>
13        unfiled$public/SupportCaseCreateNotification
14    </caseCreateNotificationTemplate>
15    <closeCaseThroughStatusChange>true</closeCaseThroughStatusChange>
16    <defaultCaseOwner>admin@acme.com</defaultCaseOwner>
17    <defaultCaseOwnerType>User</defaultCaseOwnerType>
18    <defaultCaseUser>admin@acme.com</defaultCaseUser>
19    <emailToCase>
20        <enableEmailToCase>true</enableEmailToCase>
21        <enableHtmlEmail>false</enableHtmlEmail>
22        <enableOnDemandEmailToCase>true</enableOnDemandEmailToCase>
23        <enableThreadIDInBody>true</enableThreadIDInBody>
24        <enableThreadIDInSubject>true</enableThreadIDInSubject>
25        <notifyOwnerOnNewCaseEmail>false</notifyOwnerOnNewCaseEmail>
26        <overEmailLimitAction>Bounce</overEmailLimitAction>
27        <preQuoteSignature>true</preQuoteSignature>
28        <routingAddresses>
29            <addressType>EmailToCase</addressType>
30            <authorizedSenders>user@acme.com</authorizedSenders>
31            <caseOrigin>Email</caseOrigin>
32            <casePriority>Medium</casePriority>
33            <createTask>true</createTask>
34            <emailAddress>support@acme.com</emailAddress>
35            <routingName>EmailToCaseRoutingAddress1</routingName>
36            <saveEmailHeaders>true</saveEmailHeaders>
37            <taskStatus>Not Started</taskStatus>
38        </routingAddresses>
39        <routingAddresses>
40            <addressType>Outlook</addressType>
41            <authorizedSenders>user@acme.com</authorizedSenders>
42            <caseOrigin>Email</caseOrigin>
43            <caseOwner>admin@acme.com</caseOwner>
44            <caseOwnerType>User</caseOwnerType>
45            <casePriority>High</casePriority>
46            <routingName>OutlookRoutingAddress1</routingName>
47        </routingAddresses>
48        <unauthorizedSenderAction>Discard</unauthorizedSenderAction>
49    </emailToCase>
50    <enableCaseFeed>true</enableCaseFeed>
51    <enableDraftEmails>true</enableDraftEmails>
52    <enableEarlyEscalationRuleTriggers>true</enableEarlyEscalationRuleTriggers>
53    <enableNewEmailDefaultTemplate>true</enableNewEmailDefaultTemplate>
54    <enableSuggestedArticlesApplication>true</enableSuggestedArticlesApplication>
55    <enableSuggestedArticlesCustomerPortal>true</enableSuggestedArticlesCustomerPortal>
56    <enableSuggestedArticlesPartnerPortal>false</enableSuggestedArticlesPartnerPortal>
57    <enableSuggestedSolutions>false</enableSuggestedSolutions>
58    <keepRecordTypeOnAssignmentRule>true</keepRecordTypeOnAssignmentRule>
59    <newEmailDefaultTemplateClass>CaseTemplateController</newEmailDefaultTemplateClass>
60    <notifyContactOnCaseComment>true</notifyContactOnCaseComment>
61    <notifyDefaultCaseOwner>true</notifyDefaultCaseOwner>
62    <notifyOwnerOnCaseComment>true</notifyOwnerOnCaseComment>
63    <notifyOwnerOnCaseOwnerChange>false</notifyOwnerOnCaseOwnerChange>
64    <showFewerCloseActions>false</showFewerCloseActions>
65    <useSystemEmailAddress>true</useSystemEmailAddress>
66    <webToCase>
67        <caseOrigin>Web</caseOrigin>
68        <defaultResponseTemplate>unfiled$public/SupportCaseResponse</defaultResponseTemplate>
69        <enableWebToCase>true</enableWebToCase>
70    </webToCase>
71</CaseSettings>

Metadata API Developer Guide

CaseSettings

File Suffix and Directory Location

Version

Fields

EmailToCaseSettings

Fields

EmailToCaseRoutingAddress

Fields

FeedItemSettings

WebToCaseSettings

Fields

Declarative Metadata Sample Definition

See Also: